Service Recommendation

Service science clarifies service features, quality evaluation models and involvement of service customer and service employee, which makes services more than just immaterial goods. Due to unique characteristics of services, service recommendation requires explicit consideration of certain service features and dimensions that do not exist for goods. This study investigates services with their unique characteristics that imply explicit considerations during implementation of service-oriented recommendation systems. Additionally, possible problems that service customers could face during purchase due to intangibility, inseparability, perishability and heterogeneity of services could be overcome with the help of recommendation systems. This study also investigates the additional roles of recommendation systems for service customers in connection to service properties denoted in service science.The empirical part of the thesis proposes a generic recommendation model by considering service customer and system users’ requirements.